MEASUREMENT AND COMPARATIVE ANALYSIS OF THE QUALITY OF THE SECONDARY EDUCATION SERVICE

Abstract

The service industry is a sector that plays an important role in the modern economy. Under the influence of economic, technological and social changes, this industry has become the main indicator that determines the level of development of countries. The quality of the service industry is aimed at meeting the needs of customers, and this in turn gives organizations a competitive advantage. Education is also an important part of the service system. It is considered as the main tool that develops the creative potential of society and ensures social justice and equal opportunities. This research work is aimed at analyzing the importance of service quality in economic and social spheres, including the quality of educational services. Service quality is defined as the difference between customer expectations and actual service received. The field of education is an important field that ensures the development and future of society. The research was conducted in public and private secondary schools in Turkestan. The main goal of the study is to determine the difference between the expectations of students from educational services and the actual knowledge they received. For this, the SERVQUAL model developed by A.Parasuraman, V.Zeitaml and L.Berry was used. In the course of the research, questionnaires were conducted and the obtained data were analyzed using SPSS and Microsoft Excel programs. The level of satisfaction of students with the quality of education, the relationship between the quality of service and demographic characteristics was determined. The results show that quality education has a direct impact on meeting the needs of students. The scientific value of the research is in the provision of specific recommendations for quality improvement using the SERVQUAL model in the assessment of the quality of educational services. Keywords: service quality, secondary education organizations, measuring educational services, customer expectations and perceptions, quality measures.

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